LEXONEWORLD · Civil matters

A faulty purchase: evidence and possible solutions

First explain clearly how the product differs from what was promised.

LexOneWorld editorial team · 22 October 2026 · English version · The overall portal review is ongoing. This note does not certify a complete check of every page.

General information about the Italian and EU context. Examples are imagined. A particular case needs professional assessment.

A faulty appliance photographed with packaging and receipt: keeping evidence of the problem.Original AI-created illustration explaining the subject; it does not document real people, events or records.

A fault or a change of mind?

The legal guarantee concerns goods that do not meet the agreed requirements. Simply no longer liking a product follows different rules, including where and how you bought it.

Record what happened

Keep the receipt, order, advert and sales terms. Photograph the fault and note when it appeared. Record any serial number. Avoid makeshift repairs that could obscure the cause.

Write to the seller

Describe the purchase, delivery and fault, then ask for a solution. Repair, replacement, a lower price or ending the contract have conditions. You cannot always choose freely between them.

An imagined example

A new lamp will not light. A video and receipt help show the problem, but not necessarily its cause. A technical check may be needed.

If discussion fails

Discuss consumer assistance, an agreed solution and formal remedies with a professional. Do not assume identical protection for private sellers or purchases outside the EU.